This guide describes how to remove an IVR/Switchboard, and route calls directly to a group.
REQUIRED Editions, Packages & Licenses
Available in: Salesforce Lightning Experience
Salesforce Permissions needed: NBVC Administrator Permission set
Natterbox Call Centre 1.57 and Natterbox Admin (AVS) 1.49 or higher
Difficulty: 2/5
Go to the App Launcher and search Routing Policies
Click on Routing Policies and then select the policy you would like to amend
TIP : Make sure to export your policy before making major changes
Click on the switchboard (not the individual switchboard Items)
Click on the trash can in the top right of the switchboard settings to delete the switchboard. Your policy will then look something like this
As you’ve deleted the switchboard, you may want to add a speech component so your customers know that they’ve called the correct number. To do this, click the red dot on your office hours component and choose Link, Action, and then click Speak
Enter what you want the speech engine to say and choose the voice to say it. .
Then you’ll need to decide where you want that call to go - You may want to remove a few components and send the call straight to the sales queue. To do so, click the trash can on any app you want to remove and then press Confirm Delete.
The policy will look something like this.
Ensure your apps are linked with the call strings by clicking on the red dot and drawing the call string to the green dot at the front of the app that it should connect to.
Make sure to press Save.
TIP : If you’ve made a mistake after saving, you can always import the original policy that you exported